Case Study: US-Based Large Public Utility Company gains actionable customer satisfaction and brand health insights with Blueocean Market Intelligence

Customer satisfaction and brand health analysis to identify the key drivers of customer satisfaction

Blueocean Market Intelligence partnered with US-Based Large Public Utility Company to create a unified Customer Satisfaction Brand Health Program. The utility needed a common satisfaction framework for both residential and business customers, wanted to identify the key metrics and drivers of satisfaction and brand health, and needed to account for low response rates among business customers.

Blueocean Market Intelligence developed a hierarchical customer satisfaction model and survey instruments (using its 360 Discovery approach), applied multivariate regression to validate the framework, and delivered monthly and quarterly reports. The analysis quantified relationships between attributes and overall satisfaction, identified top drivers (Customer Experience and Customer Trust split 50/50; within Experience: Price 27%, Reliability 25%, Energy Efficiency 20%, Billing 18%), surfaced communication and trend metrics, and pinpointed areas for improvement that fueled strategic business actions.